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Setting Resolution Actions for Issues - Email-Created Ticket

Forum|Forum|2 years ago
October 9, 2023
2 replies
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+6

PBauchan 650c0fd mvsd
Participant

We are in the process of streamlining the Resolution Actions we want agents to use on tickets and I found one situation where I cannot find how to make changes: emails forwarded in to the system.

Currently I’ve gone through and set the Resolution Actions for all of the various ticket types (Models, Provisioning, Network/Wi-Fi, etc.) so that there are 6 core Resolution Actions that show up:

However, when we get tickets that are created via email, we get a completely different set:

Am I missing where I can go to update what Resolution Actions are displayed for tickets created via email or is this a missing functionality?

Best answer by Hannah Bailey

@PBauchan 650c0fd mvsd

In that rule that you have created for Email to Ticket. You can add the action “Set Issue.” So now every time a ticket is generated by email you can have the issue set. Then for the specific issue you can customize the resolution actions.

In the example below I created a custom Issue Category and Issue, “Email to Ticket.” Then I can add or create the resolution actions for the custom issue.

+17

Hannah Bailey
iiQ Community Manager
Answer
Forum|Forum|2 years ago
October 12, 2023

@PBauchan 650c0fd mvsd

In that rule that you have created for Email to Ticket. You can add the action “Set Issue.” So now every time a ticket is generated by email you can have the issue set. Then for the specific issue you can customize the resolution actions.

In the example below I created a custom Issue Category and Issue, “Email to Ticket.” Then I can add or create the resolution actions for the custom issue.